SERVICE TECHNICIAN - IT

The IT Service Tech I is responsible for providing technical assistance, support, and advice to hotel and casino staff using computers and computer peripherals. He/she will troubleshoot and diagnose issues as reported by staff, gather data to identify staff needs and then use that information to identify, interpret and evaluate system and network requirements. He/she will also assist other IT staff to conduct user training in the proper use of new hardware and software as it is introduced.

• Receive, configure, install and support computer hardware and peripherals in a networked environment
• Troubleshoot, diagnose and repair hardware and software issues for users in their workspace
• Triage, gather incident or problem information and escalate to a higher level of support, when required
• Assist the Network Administrator and other IT staff in the roll-out of network, operating system and software upgrades and patches as those requirements arise
• Use common hand tools, diagnostic and predictive software and tools to perform routine maintenance and upgrades on computers, peripherals and network hardware and appliances
• Monitors and interprets system events and activity
• Diagnose and remediate incidents
• Escalate incidents to responsible parties that include senior technical specialist and vendors
• Communicate system issue and incidents to impacted parties
• Operate and exercise procedures according to established operational policies and procedures
• Provide Level I problem solving response to end users to address simple hardware and application, software and network problems that can be resolved in a few minutes
• Opens up problem reporting tickets and accurately uses all problem tracking software systems
• Applications user profile administration
• Adheres to other defined SOPs as required
• Must be available to work different shifts that will include nights and weekends
• Perform other departmental duties as may be required by Management
• Responsible for maintaining a clean, safe and hazard free work environment
• Lives the Brand. 

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

• High School diploma, GED, or equivalent required

• Associates’ Degree in a computer related discipline is preferred.
• One (1) year of experience in computer hardware support and maintenance is required
• Experience in a Casino or Hospitality environment a plus

SKILLS

• Able to work in isolation for a full shift

• Must possess excellent communication and customer service skills.
• Ability to perform assigned duties in highly interruptive conditions
• Must possess organizational and interpersonal relations skills as well as a team oriented attitude
• The ability to prioritize, work independently, and meet deadlines under pressure
• Strong organizational, interpersonal, analytical and communication skills as well as a team-oriented attitude

PHYSICAL DEMANDS

• Duties and responsibilities are performed on the Casino Floor in a fast-paced, with constant exposure to general public and excessive noise.

• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

Please contact Human Resources at hrnotify@hrcottawa.com if you require accommodation at any time throughout the hire process.